Responsibilities :

Provide hardware / software / network problem diagnosis / resolution via telephone / email / chat for customer's end users Classify Service Calls according to the specified options

Route problems to 3rd level IT support staff using knowledge base articles

Coordinate with level 3 and support staff that provide hardware / software / network problem resolution.

Use the SOAR to document and manage problems and work requests and their respective resolutions and circumvention's

Responds to telephone calls, email, instant messages, and assigned tickets from incident dispatchers; Assign work orders / incidents to appropriate support teams if necessary and follow up until resolved.

Respond to, and diagnose, problems through discussions with users, including problem recognition, logs, research, isolation, resolution, and follow-up steps

Troubleshoot client software and basic network connectivity problems remotely using remote access tools

Identify, evaluate and prioritize customer problems and complaints

Participate in on-going training and departmental development

Maintain quality standards for incident documentation and phone calls

Tech Skills

Technical helpdesk or technical call center experience is necessary.

Disciplined, systematic problem-solving skills required.

Hands-on work experience with the following :

Windows Operating systems

Clients : Windows7, Windows Vista, Windows XP, Windows 2000

Servers : Windows 2000, Windows 2003, Windows 2008,

Knowledge of Active Directory, Exchange 2003 / 2007

User account creation for Active Directory, Exchange Mailboxes, Distribution lists

Remote desktop connectivity applications like SMS, Bomgar, WebEx, Live Meeting, and Windows Native tools

MS Office Suite (XP, 2003, 2007) : MS-Word, MS-Excel, MS-PowerPoint, MS-Outlook, MS Project, and MS Visio

Internet browsers (e.g. Explorer, Chrome, Firefox),

VPN and remote dial-in user s

Support for laptop, desktops, and printers

PDA and blackberry support

Others : Adobe Acrobat and other common desktop applications like Winzip, etc

Notes : - All qualified applicants will receive consideration for employment without regard to race, color, religion, religious creed, sex, national origin, ancestry, age, physical or mental disability, medical condition, genetic information, military and veteran status, marital status, pregnancy, gender, gender expression, gender identity, sexual orientation, or any other characteristic protected by local law, regulation, or ordinance.

Benefits : Danta offers a compensation package to all W2 employees that are competitive in the industry. It consists of competitive pay, the option to elect healthcare insurance (Dental, Medical, Vision), Major holidays and Paid sick leave as per state law.

The rate / Salary range is dependent on numerous factors including Qualification, Experience and Location.

Last updated : 2024-05-27